DIRECTOR, MEMBERSHIP SERVICE - LA KINGS - Closing date 23 Jul 2021
El Segundo, CA, USA
AEG Worldwide is the world’s leading sports and live entertainment company with operations in the following business segments:
AEG Presents, which is one of the largest live music companies in the world dedicated to live contemporary music performances, including producing and promoting global and regional concert tours, music events and world-renowned festivals
AEG Sports, which is the world’s largest operator of sports franchises and high-profile sporting events
AEG Global Partnerships, which supports each of AEG’s divisions through worldwide sales and servicing of sponsorships including naming rights, premium seating and other strategic partnerships
AEG Real Estate, which develops major sports and entertainment districts worldwide
With offices on five continents, the company uses its global network of venues, portfolio of powerful sports and music brands, ticketing and content distribution platforms and its integrated entertainment districts to deliver the most creative and innovative live sports and entertainment experiences that inspire athletes, teams, artists and fans.
AEG and the Los Angeles Kings’ seek a talented Director of Membership Service. The Director, Membership Service oversees the service department, manages the membership service staff, prepares annual business plans, develops annual goals for the department and executes a strategy to surpass service and retention goals. The Director will be a key leader in the Ticket Sales and Service department and must collaborate with other department heads to drive revenue and create a successful culture.
Responsible for conceiving, creating, managing and implementing all service-related projects within the Ticket Sales and Service department of the LA Kings. These projects include but are not limited to account renewals, service events, member benefits, touchpoints, and other service initiatives.
Responsible for hiring, training, managing, and reviewing the performance of Membership Service Executives. Also responsible for utilizing coaching as a technique to appropriately develop employees and conducting bi-weekly Goal Setting Meetings
Responsible for assisting the assigned service executives with the customer service and renewal of high-revenue and other accounts as assigned and be expected to exceed the highest standards in customer service, integrity and professionalism.
Skilled at customer service and have the ability to communicate effectively with clients, especially when reacting to escalated customer service issues. This individual will act as a management point of contact for all escalated customer service issues.
Work with VP, Ticket Sales and Service on any inventory management projects as assigned.
Collaborate with the Marketing, PR, Game Operations and other departments to ensure customer service remains paramount through all channels of the organization.
Working in conjunction with the Analytics and Database Marketing team, will be responsible for the management of lead generation and service plans as required to ensure execution of renewal, upgrade, and proactive service campaigns. Create, maintain, and present accurate reports. Maximize service utilization of CRM tools.
Responsible for promoting a culture of innovation, where new ideas, events or opportunities to benefit season ticket holders can succeed
Work with Ticket Operation team to ensure processes and policies are clearly defined and upheld to result in seamless account functionality and tracking.
Assist in the development and management of the Service team budget
Attend all games, service events, and other related activities
Manage relationships with arena departments (Guest Services, Security, Merchandise, Concessions, Parking, Operations, etc.) that impact the LA Kings guest experience to both monitor and find areas of improvement.
Specific Job Knowledge, Skill and Ability
This individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skill and abilities:
Possess a proven track record of success in sales, service and in coaching and/or mentoring others to sales and service success.
Polished presentation skills with an ability to think and react to situations confidently.
Excellent relationship building and people skills.
A go-getter with real drive and initiative to succeed and develop a career in the sports and entertainment industry.
Assertive, persistent, and results-oriented.
While looking to succeed personally, be able to support team environment and adhere to departmental guidelines.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Proficient in Microsoft Office Suite; ability to learn required business systems
Ability to consistently re-prioritize based on sales and service needs.
Ability to provide sales, service and renewal reports and contact status back to management on a daily and weekly basis.
Ability to thrive under a competitive sales environment.
Adept at delegating responsibilities for these projects in order to ensure timely completion of all obligations.
Bachelor of Arts/Sciences Degree (4-year)
Experience: A minimum of 7 years of related experience
AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.